Technical Support Analyst - Remote

Overview

An exciting dayshift opportunity available for Technical Support Analysts. Work from home or office based – you choose!

In Short

• Provide Level 1 and 2 customer support for clients.
• Respond promptly to customer inquiries via email, live chat, or phone.
• Troubleshoot technical issues and escalate complex problems as needed.
• Document customer interactions in the support ticketing system.
• Collaborate with internal teams to address recurring issues.
• Create and update knowledge base articles and support resources.
• Ensure customer satisfaction by following up on unresolved queries.
• Maintain a strong understanding of the software and new features.
• Meet individual KPIs and contribute to team KPIs.
• Other duties as directed.

Requirements

• At least two years in a customer-facing support role in a software or technology environment.
• Familiarity with troubleshooting software issues on various platforms.
• Proficiency with help desk software, CRM systems, and ticketing systems.
• Knowledge of Electronic Document Standards (EDIFACT, JSON, X12, XCBL XML, CSV).
• Relational database knowledge and design (SQL), BPM, JavaScript/VBScript, XML, XPath, and XSLT.
• Understanding of B2B Integration systems and practices.
• Process adherence and improvement.
• Remote working and interaction with foreigners.
• Programming background is highly desirable.

Benefits

• Highly competitive salary – paid weekly!
• HMO enrollment on commencement.
• Additional HMO dependents added each year of service.
• 20 vacation days per year; 7 sick days.
• Annual performance bonuses and incentives.
• Annual salary reviews and increases.
• Free cooked rice, snacks, and hot drinks.
• Company polo shirts provided.
• Bright and cheerful open-plan work environment.
• Prestigious clients and friendly co-workers.